"Very disappointed with this travel Insurance Company"

Very disappointed with this travel insurance company, I took out an insurance policy for my elderly mother the policy start date was 28 April 2020. We tried to call them but had no joy, I emailed them 31 March 2020 to cancel policy as our flights were cancelled, I have now emailed them three times since 31/3/2020 along with numerous calls and all we have had back is an generic email say they will be in touch, not been able to reach them by phone either. Paid £230.49 for a months cover which has not and cannot be used. Terrible service. I am hoping my elderly mother will get her money back.

"Very disappointed"

Took out single trip insurance for our trip on 1/4/2020, now cancelled by circumstances. Contacted Explorer before departure date, telling them that because circumstances (virus) forced us to not go on our holiday, the policy was void, and requested a full refund.
After a number of emails, was given a 50% refund on the grounds that I cancelled! Trying to get the remaining money. No joy so far.

"Travel insurance with Explorer"

We had travel insurance with Explorer for a trip of several months to South Africa. When the Coronavirus pandemic broke in March 2020 the advice from the UK Foreign Office was for all tourists in South Africa to return to the UK. We brought our flight forward, but Emirates cancelled departures from Durban. We booked from Joburg, but then Emirates cancelled all passenger flights. So we booked with BA and the day before the flight South Africa closed all airports. Nearly 3 weeks later we managed to get one of the repatriation flights organised by the Foreign Office - phew, were we pleased to get back. So then I try and claim - only for the repatriation flight - will sort the cancelled flights out directly with the airlines involved. Guess what - they refuse to let us claim. So you're government tells you to come back to the UK, but your travel insurance doesn't cover it. UNBELIEVABLE. My advice is avoid Explorer for travel insurance.

"Awful"

Awful, impersonal, inconsiderate, lack of understanding, or willing to understand. Had to cancel a trip at the last minute due to medical condition, which had, unexpectedly recurred two years afterwards. Claimed I had not declared this as a pre-existing medical condition. Staff were dismissive from the start and totally unhelpful - will not go near them, or any of the tif group again!

"Terrible"

Awful company. Refused to accept a claim for an NHS doctor forced to return home early to help out with the coronavirus crisis. My curtailment claim fell under multiple valid reasons listed in their documents, but they still rejected it. I've asked for an appeal and am awaiting their response.

"Terrible cover and poor customer…"

Terrible cover and poor customer service. underwritten by TIFGroup and both are trying to worm out of Coronavirus liability. On the basis that the policy states 'Fear' of infectious diseases. It is nothing to do with 'Fear' if the US Government shuts their borders and prevents you from travelling. TIFGroup stated it was an 'Industry' wide policy, which is utter rubbish, I reviewed 10 other insurers policies and none of them have a 'Fear of infectious diseases' clause. Not to be trusted - AVOID. I would give them zero stars if I could

"Great Customer Service from Bobby!"

I've used Explorer Travel Insurance for several years and like most insurance companies, you don't really know how good they are until there is an issue.

I must say that Bobby Aherne (Complaints Officer for the insurers) is fantastic and is a credit to the company.

As a result of the customer service received from Bobby, I will be using Explorer Travel Insurance again in the future.

"How Hard Can It Be?"

I purchased travel insurance but I did not get the standard email with the policy documents enclosed.
I always check that emails have not gone in the Spam/Junk folder.
Decided I would phone and ask them to resend the policy documents.
Well I would if they ever answer the phone!.
I have tried several times and nothing, I have tried to phone today just before posting here but after 10 minutes I gave up.
God help me if I need to make a claim!.

"Age restrictions unclear"

Looking to buy annual insurance I pressed the button for up to 45 days per trip cover. I almost bought but decided to look at the policy wording first. it said 'not insured . . trips longer than 45 days . . unless aged 66 or above at which point maximum duration is 31 days'. (I am 70) Nowhere on the form does it flag this up - it gives the impression travel abroad for the whole 365 days would be covered. Another gripe is that prior to reading this wording I tried to phone the company. They are not open at weekends. It does not say their opening times next to the phone number. A complete waste of my time. How many others have not picked this up and are travelling without cover?

"Do not touch with a barge pole"

Do not touch with a barge pole. Made a simple valid small claim incredibly onerous at a difficult time. Initially said not covered because it was pre-existing (because I had to change holiday BEFORE I went because of medical issue), then admitted it was covered because I booked the insurance 6 months BEFORE issue arose. Whole attitude was say no first in the hope you will give up. I will never use them again.